Ally Bank

Thank you for forwarding *** *** ***’s complaint regarding his account application experience.With regard to Mr***’s
application on February 9, 2015, Mr*** applied online, via ally.com, for an Interest Checking accountOn February 10, 2015, we sent Mr*** a declination letter stating he did not meet the minimum qualifications.Ally Bank obtains credit information from a consumer reporting agency (credit bureau) in connection with all applications to open checking accountsThe reason that credit information is reviewed is because of the possibility that the applicant may overdraw the account and thereby create an obligation to repay Ally Bank for the amount of the overdraftBecause of the possibility that the applicant may owe Ally Bank money at some point in the future, Ally Bank reviews the applicant’s credit information to make a determination as to the applicant’s creditworthiness and his/her ability to repay any overdraftIf the applicant has poor credit, little credit, or no credit at all, Ally Bank will not open a checking account for the applicant.Ally Bank receives a large number of applications for new accounts each day and uses an automated process to review and make decisions on each applicationAs Mr*** stated in his complaint, he received a letter from us informing him that we were unable to open an account for him at Ally BankMuch of the wording used in that letter is language required by federal law or banking regulation.If Mr*** believes that the credit information is wrong or out of date, we advise Mr*** to contact the credit bureau listed in our declination letter and discuss the situation with themAlly Bank cannot change or correct any error about the applicant’s credit history on file at the credit bureau.We thank Mr*** for taking the time to inform us of his concern; we have brought his concern to the attention of our management team.If you have any further questions, please feel free to contact me at the Executive Resolution Department, ###-###-####, Monday through Friday 8:am to 4:pm Eastern TimeSincerely,
Michelle S*** Executive Resolution Specialist

[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

July 17, 2014Dear *** ***:Thank you for forwarding *** ***’s complaint regarding her calls of May 9, 2014, to our Contact Centers.We sincerely apologize to *** *** for the lack of service she receivedWe have confirmed that the Contact Center was experiencing
technical difficulties on May 9, 2014, during this time, the associates at the Contact Center were not able to access account information.We have thoroughly reviewed the facts and circumstances surrounding the complaint filed by *** ***.• On Friday, May 9, 2014, at approximately 9:am EDT, *** *** spoke with our Contact Center regarding her account and her online accessThe Contact Center associate provided *** *** with the requested informationAt approximately 10:am EDT, *** *** called back the Contact CenterUnfortunately, the Contact Center was unable to assist her as they were at that time experiencing technical difficultiesThe associate informed *** *** that the system was temporarily unavailableAs noted in her complaint, *** *** stated she had recently spoken with someone and they were able to access her information*** *** then requested her account to be closedWe were unable to comply with the request due to the system being temporarily unavailable at the Contact Center.• On Sunday, May 11, 2014, *** *** spoke with our Contact Center and we assisted her with her online access.• On May 13, and May 27, 2014, we received deposits for *** ***’s account.• On Wednesday, July 9, 2014, we received the Revdex.com complaint by *** ***, dated May 9, 2014.• On Thursday, July 10, 2014, *** *** and I communicated via email and she has decided to keep her account open.Again, we apologize for the lack of service *** *** receivedWe thank her for bringing this to our attentionHer experience is not typical of Ally Bank’s level of customer service and does not meet the customer service we strive to achieveHer experience has been brought to the attention of our management team, who will use the information to improve customer service and efficiency.If you have any further questions, please feel free to contact me directly at the Executive Resolution Department, ###-###-####, Monday through Friday, 8:am to 4:pm Eastern Standard Time.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
It is rediculois the I would have to provide my proof of who I am to receive information that was fraudulently usedBut the perpetrator does not.
Nor did you explain what steps you are taking to try to find the person or persons that did this to me.
Regards,
*** ***

We
are in receipt of your correspondence case # [redacted] dated April 26, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On May 3, 2017, a detailed
response has been emailed and mailed to the above referenced...

individual. 
Due to privacy concerns, we are unable to provide you with any additional
details in this matter.  We thank you for taking the time and effort to
bring this issue to our attention.  If we can be of further assistance,
please contact us at the Executive Resolution Group, ###-###-####, Monday
through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to
5:00 p.m. Eastern Time.

We are in receipt of your correspondence case # [redacted] dated November 29 2017, regarding the above referenced individual and/or account and welcome the opportunity to respond to the stated concerns. Please be assured that we are working to resolve this matter as quickly as possible. A...

detailed response has been sent directly to the above referenced individual on December 7, 2017. Due to privacy concerns, we are unable to provide you with any additional details in this matter. We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact us at Executive Customer Relations, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

November 11, 2015Dear [redacted],Thank you for forwarding [redacted]s complaint regarding our bill pay service.We sincerely apologize that [redacted]’s customer experience has not been at the level Ally Bank strives to achieve and maintain. Our Bill Pay technical team did not provide a timely...

response to his issues.A new bill pay system was implemented on November 7, 2015. One of the enhancements has to do with our eBill service. Instead of our customers having to provide a user ID and password, the bill pay vendor will work directly with the biller, if eBill is available, to receive a Portable Document Format (“PDF”) which will be displayed to our customers. For our customers who have eBills in our current Bill Pay, their payees will convert to our new system, but those customers, including [redacted], will need to set up eBills again. The process is simple, and we sent [redacted] an email notification on November 9, 2015, that he can log in to set them up in the new system.We value [redacted]’s relationship and sincerely hope that we will be able to continue and enhance our banking relationship. We thank him for bringing this to our attention. We found no violation with our Deposit Agreement effective December 7, 2013, or with our Online Banking Services Agreement. The results of our review have been forwarded to Ally Bank’s management team.If you have any further questions, please feel free to contact the Executive Resolution Group[redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S.Executive Resolution Specialist

We
are in receipt of your correspondence case # [redacted] dated June 1, 2017, regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns. Please be assured that we are
working to resolve this matter as quickly as possible. A detailed...

response has
been sent/given directly to the above referenced individual on June 8, 2017. Due
to privacy concerns, we are unable to provide you with any additional details
in this matter. We thank you for taking the time and effort to bring this issue
to our attention. If we can be of further assistance, please contact us at the
Executive Resolution Group, [redacted], Monday through Friday, 8:00 a.m. to
8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are in receipt of your
correspondence case # [redacted] dated July 13, 2016, regarding the above
referenced individual and/or account and welcome the opportunity to respond to
the stated concerns.  Please be assured
that we are working to resolve this matter as quickly as...

possible.  A detailed response will be communicated
directly to the above referenced individual by way of telephone or letter.  Due to privacy concerns, we are unable to
provide you with any additional details in this matter.  We thank you for taking the time and effort
to bring this issue to our attention.  If
we can be of further assistance, please contact us at the Executive Resolution
Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern
Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence case # [redacted] dated January 23, 2017,
regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns.  On February 3, 2017, a
detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We are in receipt of your correspondence case # [redacted] dated
January 2, 2018, regarding the above referenced individual and/or account and
welcome the opportunity to respond to the stated concerns. Please be assured
that we are working to resolve this matter as quickly as possible. A...

detailed
response has been sent/given directly to the above referenced individual on
January 11, 2018. Due to privacy concerns, we are unable to provide you with any additional
details in this matter. We thank you for taking the time and effort to bring
this issue to our attention. If we can be of further assistance, please contact
us at Executive Customer Relations, ###-###-####, Monday through Friday, 8:00
a.m. to 8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern
Time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: COMPANY MUST TAKE R ESPONSIBILITY OF FAILING THE CUSTOMER NOT PUTTING IT SQUARELY ONTO THE CUSTOMER. I spent countless hours speaking to them between the complaint and December 11 and that’s because of their failure to react that I sent out documents on December 11. They even called me themselves and never asked me any question about where I wanted the money to be deposited. Moreover, they know the same amount is deposited to my checking every month, and it was more professional to do so, even if such money were to go to a different account, as it would be easier to transfer it back to the right account, rather than having it held throughout the Christmas season. But they but rather gave me false information during tha call and I had to call back the same day to rectify the misinformation they gave me.  Even though they were nice to refund me the $12 trace fee from the usps, recognizing they failed a customer was the main grief of the complaint. If they cannot admit to that, there would be no closure to this because I will NEVER TAKE THE BLAME FOR THEM SEQUESTRATING MY MONEY FOR OVER 2MONTHS. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate their quick response.  
Regards,
[redacted]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Jul 25, 2016 at 1:34 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org> ---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Mon, Jul 25, 2016 at 12:19 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I am rejecting this response as the business never contacted me. Their response said a letter or phone call would be given, which I’ve received neither. Best,

We
are in receipt of your correspondence file # [redacted] dated February 2, 2018, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On February 15,
2018, a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we
are unable to provide you with any additional details in this matter.  We
thank you for taking the time and effort to bring this issue to our
attention.  If we can be of further assistance, please contact us at the Executive
Customer Relations, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00
p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
They sent my name into [redacted]. 
Regards,
[redacted]

We
are in receipt of your correspondence file # [redacted] dated August 31, 2017, regarding
the above referenced individual and/or account and welcome the opportunity to respond
to the stated concerns.  On September 6,
2017, a detailed response has been emailed and mailed to the above...

referenced
individual.  Due to privacy concerns, we are unable to provide you with
any additional details in this matter.  We thank you for taking the time
and effort to bring this issue to our attention.  If we can be of further
assistance, please contact us at the Executive Resolution Group,
###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and
Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

We
are in receipt of your correspondence case # [redacted] dated May 31, 2017 regarding the above referenced individual and/or account and welcome the
opportunity to respond to the stated concerns. Please be assured that we are
working to resolve this matter as quickly as possible. A detailed response has
been sent/given directly to the above referenced individual on June 8, 2017. Due
to privacy concerns, we are unable to provide you with any additional details
in this matter. We thank you for taking the time and effort to bring this issue
to our attention. If we can be of further assistance, please contact us at the
Executive Resolution Group, [redacted], Monday through Friday, 8:00 a.m. to
8:00 p.m. Eastern Time, and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.

September 2, 2015Dear [redacted],Thank you for forwarding [redacted]’s complaint regarding an extended hold placed on his deposit.We have thoroughly reviewed [redacted]’s account and the hold which was placed on his eCheck deposit of $192.00 on August 24, 2015. When we placed the extended hold of five business days, we emailed him on August 24, 2015, a funds availability notice. The notice stated, “These funds are subject to an extended hold because your account has repeated overdrafts”. On August 26, 2015, as a courtesy, we released the hold on [redacted]’s deposit of $192.00.The extended hold applied is consistent with our Funds Availability Policy, located in Section IV on page 28, of the Ally Bank Deposit Agreement dated December 7, 2013. It is also consistent with Federal Reserve Regulation CC, Section § 229.13(d), regarding repeated overdrafts:An account may be considered repeatedly overdrawn and items may be held if on six or more banking days during the previous six months the account had a negative balance, or would have had a negative balance had checks and charges been paid.We have reviewed our processes and the extended hold applied to [redacted]’s deposit to verify Ally Bank’s compliance with Regulation CC. As a result of our research, we determined that Ally Bank is in compliance with Regulation CC regarding the placement of exception holds, particularly when executed for repeat overdrafts.Since July of 2015, there have been four (4) occurrences that included eleven (11) days where his account was overdrawn, or would have been overdrawn, if we had paid additional items. If his account has no further overdrafts, the extended hold for check deposits will expire on February 12, 2016.[redacted] may want to consider our Overdraft Transfer Service that we offer to our customers. The service links an Ally Money Market Account or AllyOnline Savings Account to an Ally Interest Checking account to transfer funds in increments of $100.00 throughout the day, if necessary, when there are not sufficient funds in the Interest Checking account to pay transactions. Additional information can be found online at ally.com, by calling us at ###-###-####, and in our Deposit Agreement, dated December 7, 2013, on page 12.If you have any further questions, please feel free to contact the Executive Resolution Group, ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time and Saturday, 8:00 a.m. to 5:00 p.m. Eastern Time.Sincerely,Michelle S. Executive Resolution Specialist